Frames Direct

My order went perfect. I actually had a better experience with FD then a full on service brick and mortar. I bought a single vision, transition lens. I saw the frames at a vision store, so I did know before hand what I was getting. I ordered all the upgrades and the glasses ended up being a fraction of what the BM stores wanted. The frames were about the same price but the lenses were significantly different. Customer service called me after placing the order just to say Hello and to let me know they had my order. I was a little surprised about that. The glasses came and I couldn’t be happier. As far as fitting, I don’t usually need that, but if I did need adjustments, I would take it to any vision store. They most likely will do it for free or charge a small fee. It really is crazy, how much more glasses cost in the BM stores. I know they perform a hands on experience but at twice the cost? That’s not reasonable.

FRAMESDIRECT REPEAT CUSTOMER BANNED FOR LIFE! PART 1 OF 2
I am a FramesDirect repeat customer who has spent several hundred dollars on frames/​lenses, each with good results. But the first time I had a significant dispute with FramesDirect, I was BANNED FOR LIFE!
This sad tale begins on 9÷26÷2015. After several successful orders of glasses/​lenses, having spent several hundred dollars, I ordered a new pair of glasses/​lenses after submitting a new prescription. This new order was not cheap: over $ 430 dollars. I get calls from FramesDirect saying my order may take longer than usual; «No problem!» I say, because I was in no rush. I looked forward to another good experience from FramesDirect.
The glasses arrived in a timely manner and well-​packaged. Then the problems began: Not only do they NOT fit well, but after wearing them for only a few minutes, my eyes hurt and I have a headache. Something isn’t right, I can’t wear them comfortably, I don’t want them.
So, I contact FramesDirect the same day as my glasses arrived, and asked for an RMA which I was given. The next business day, I shipped the item back to FramesDirect via UPS with tracking. Thank goodness I did.
Bear in mind the following facts:
1) I had never returned an item to FramesDirect for a refund after ordering several frames/​lenses.
2) The item did not fit, and hurt to wear. I am not sure how that can be «my mistake».
3) I returned the item less than 1 business day after receipt. I did not keep, wear, adjust, or in any way get value from this item.
4) I paid return shipping back to FramesDirect, choosing UPS with tracking.
5) At no time during communication about the RMA (phone and email) was a restocking fee or any fee discussed.
The returned item arrives back at FramesDirect, signed for by the recipient. I get an alert saying the item has been delivered and received.
Then the waiting begins. I wait 5 business days, after which I am forced to call FramesDirect to get an update on the status of my RMA. The polite girl on the phone confirms the following facts:
1) FramesDirect wants to charge me almost $ 100 to return the item because somehow the return is «my mistake». Upon hearing this, I am polite but firm: I want a full refund of all $ 400+ dollars, or they can return the item to me.
2) FramesDirect cannot return the item to me because they cannot locate my returned item! Though «So and So» signed for delivery 5 business days ago, FramesDirect cannot locate my returned item!
Polite Girl is polite and promises to call me back before end of business with a resolution from «Her Manager» about the full refund and/​or where the hell my glasses actually ARE. Please note that, as of this conversation, I have a $ 400+ charge on my AMEX (plus return shipping) and I have no glasses, and my glasses cannot be found.
Now, which part of this whole scenario appears to be «my mistake», so much so that I should pay $ 100 to restock AN ITEM THAT FRAMESDIRECT CANNOT EVEN LOCATE?
Polite Girl does NOT call me back by end of business that day. And in the spirit of truly bending over backwards (and forwards), I give FramesDirect another 2 business days to respond. No response.
With these facts in hand, I involved AMEX and did a chargeback for the full $ 400+ amount. At this point, I had lost faith in FramesDirect to resolve this issue in any timely manner, or in any way that made me whole.
Also, please note that this was the first, and I hope only, AMEX chargeback I have EVER had to do in my life. Having never done an AMEX chargeback, I didn’t know what to expect. Would FramesDirect contact me? Since they had promised to contact me «today, before end of business» and never had done so, I expected the ball was in FramesDirect’s court.
But no. After the chargeback, FramesDirect did not reach out to me at all. Not once. Again, I had to contact them to finalize the chargeback dispute, which ended in my favor for the full $ 400+ amount… except it took more than 2 months to finish.
But still, I’m a fair guy. I try not to hold grudges. So, on 1−7−16, I placed another order ($ 300) for frames/​lenses with FramesDirect. Their online system accepted my order, I received a confirmation receipt by email, etc.
Then the waiting begins. Weeks go by with communication about my order, so I login to FramesDirect on 1−20−16 to check status. Next to my recent order is the word CANCELLED.
Of course, I hadn’t cancelled the order. At that moment, my fate begins to dawn on me.
PART 2 BELOW

OK, I was skeptical after reading all of the negative reviews here and elsewhere, but I thought I would give them a chance. Because I cannot buy Persol frames locally (even at LUX owned Lenscrafters), I ordered a pair of Persol 3092V, size ⁴⁸⁄₁₉ frames in Havana. I placed the order on Monday, January 11 and received an e-​mail later that day confirming my order. The next day I received an e-​mail from «Dianna» at Frames Direct again confirming the order and stating that generally frames ship within 3 – 5 days and I would receive another e-​mail once they ship. I heard nothing by January 19, so I sent an e-​mail off to Dianna asking for an update. However, when I returned home from work that day, my frame had been delivered. It was nicely packed and it was perfect (authentic Persol frame, perfect condition — brand new merchandise, in four point alignment, all original Persol documentation present, Persol case and Persol microfiber cloth included in original Persol box with proper SKU number etc.). They also included a Frames Direct micro fiber cloth and a discount on my next purchase. The following day, I received an e-​mail from Dianna telling me that my frame had in fact shipped. So, in the end the transaction was painless, and Frames Direct delivered as promised. The only reason they loose one star is because they didn’t communicate according to their own standard (I did receive an e-​mail telling me the frames shipped), otherwise I would give them 5 stars. Eight days from order to delivery is not bad, and the frame was perfect! Would I place an order with them again — sure!

THERE IS NO BENEFIT TO THE CONSUMER given the FramesDirect business model. In order to have a successful transaction with FramesDirect, you need to first find the frames that work for you in a brick & mortar store, then you have to see if FramesDirect carries those frames, then you have pass on exact details, etc. (i.e. follow the instructions in Rob G’s review to the letter). If you make any mistakes, there are heavy penalties. 50% cost of lenses or 10% for frames without prescription lenses (I actually find the latter to be more appalling, they want 10% just for you to try on their un-​customized frames!). The expectation that we «first shop in a traditional manner» completely defeats the purpose of online shopping. It would be perhaps justifiable *if* FramesDirect prices were significantly lower than competing providers, but that is not the case either! It is analogous to shopping for something at a discount chain, not making the purchase at the store but ordering it online, paying essentially the same price or more, paying shipping, and risking a return penalty.
Furthermore, I found the exact same frames I was looking for at a major online retailer at a lower price and with penalty free returns.
There is no justification for return penalties, especially on frames which are not customized! The FramesDirect business model is flawed and significantly disadvantages the consumer. I strongly recommend you shop elsewhere.

Ignore the online reviews about Frames Direct, they are a phenomenal company to buy glasses from!
I was nearly put off ordering my frames and lenses from Frames Direct after reading all the reviews on Unilocal!
I received my new glasses last week and they are just fantastic. Here’s what I did:
1) Went into several optical stores and found the frames I liked. I tried them on and noted down all the vital information
2) Found them on Frames Direct
3) Spoke to one of the Frames Direct optician’s for some assurances — they answered the phone quickly and put be straight at ease. Consummate professionals. They asked me several questions and answered all of my own questions
4) I sent them a copy of my prescription with the PD number (amazing email correspondence with Ashley, she was just amazing)
5) The glasses arrived and they are brilliant
My biggest concern was what happens if the frames need adjusting to fit my face? This was a problem. Simple, I took them to Costco and they manipulated the arms for them to fit. They didn’t charge me, but even had they charged me $ 10 or $ 20 it would have been worth it.
It’s a very simple process if you have all of the accurate information they need. You also need to be aware of their refunds and restocking fees. The onus is on the customer to give them the information they need to make your glasses.
I have been so impressed with the customer service and the quality of the product that I want to shout it from the roof tops. A great company and I will recommend and I will buy from them again.
Another big thank you to Ashley.
Great job Frames Direct, you’re awesome.

UPDATE… Oct 6^th. I called yesterday i regards to a refund and was told I was going to be charged a 50% restocking fee for the LENSES. Which I have an email saying they messed the lenses up and a recorded phone call conversation with an employee confirming that the lenses were messed up. yet they want to charge me a 50% restocking fee. I was then told I could not be issues a refund nor could the manager issue me a refund but I would have to wait for the manager to talk to HIS manager. In the end I was charged 10% restocking fee on the frames. Which I still could not believe considering yesterday I was told I would be charged 50% for the LENSES and nothing for the frames. But today I would be charged for the frames not the lenses.
If you give these people your money. You will NOT get it all back. I never even got my glasses and lost $ 20 just for the joy of trying to order glasses from them.
I will be filing a complaint with the BBB as well.
ORIGINAL REVIEW
I ordered a pair of glasses online on September 14^th… During the process I selected the option to «call my optometrist» and provided the contact information. Few days later I was contacted by someone at frames direct saying all they needed was my prescription to get started. I said that I had selected to have them call the Dr… Few days later I decided to call and see if they could add transition to the lenses or was it too late. She said it was OK but said they were still waiting on my prescription. I said «ok look i gave you the Dr to call. but I will send it anyways. So I replied to one of her emails and attached a pic. Another week or so goes by and she emails me again saying they are still waiting the prescription. Now mind you this is one thing if it is like sent to a Customer Service QUEUE and like 300 people are responding to me. This is the SAME GIRL. Contacting me over and over again and everytime me telling her «DUDE I GAVE YOU DR # I EMAILED YOU PRESCRIPTION…
So anyways here we sit on October 5^th and I just got an email from her saying that my lenses were done but they did not pass inspection «huh?» And that they were going to try to have to remake them and it might take 2 to 4 days. Well considering she told me before it was going to take 7 to 10 days to make the lenses and this whole process is already on it’s 3^rd week.
Totally not worth the headache. Just for grins I came on here to see if there were any negative reviews. LOTS. So I am warning folks.
I know a review or two does have positive reviews and that maybe the happy customers just decided not to post. I do not think that is the case.
As Bill Parcells once said «You are what your record says you are»
Frames Direct record speaks for themselves.

These people have awful, awful reviews on here (at the time of writing). If I had read Unilocal before I ordered from them, I would not have done it. I figure that the only people who rate them on here must be the irate ones who have had problems. So, in the interests of fairness, I’ll leave them a review as well.
I needed new glasses and I ordered two pairs from them. One regular, and one Rx sunglasses. I was contacted by a human being who gave me a direct number to call her back, and she explained the approximate time frame of arrival. I got emails with tracking numbers, and the glasses arrived on time and they were exactly what I ordered. I’m pleased with the experience.
Buying glasses online seems like a bit of a gamble, though, since they’re something that sits on your face for everyone to see all day it’s probably a great idea just to go to a local eyewear store if you’re having second thoughts.

September 2015: WARNING: In case you were wondering, or felt unsure, YES, they do indeed sell counterfeit merchandise when it comes to past season frames. (don’t be seduced by the fact that the company is owned by a reputable French lens company) Any past season, hard-​to-​find «discontinued» frames by brands like Lafont will be counterfeit knock off copies made in china, (although on the phone they’ll swear up and down that they don’t do counterfeit) all the while charging exorbitantly marked up «authentic merchandise» prices. I give this company a trustworthiness rating of zero. Furthermore, Trustpilot review site is not trustworthy. They’re more in cahoots with the businesses, not with the customers trying to give honest reviews. Reviews are heavily censored for any comments that expose hard-​hitting truths about fraud.
They removed my review because I exposed that they deal in counterfeit knock-​offs while branding as authentic. (I totally co-​sign on what reviewer «Bridget» wrote, as well as all the other 1 star review for
, shady, unscrupulous operation indeed!) (Also stay away from
as well as glasses
, also counterfeit product sites)
YOU HAVE BEEN WARNED!

Pros: they have labels
Cons: lens quality is meh, fit is not great (because you did this online!), and waiting time is way way way longer than any other way you could have gone.
You guys. I’m a glasses-​wearer. I have been all my life. I have just entered a time in my life where my prescription has leveled out and I’ve joined the ranks of those kids who have glasses on glasses on glasses. Buying online — where I can type in my prescription and have a sweet new pair within 2 weeks — that’s what I’m about. If you are also about this life — do yourself a favor and go to
. Trust me. Their «try on» feature is a little wanky but just trust your gut and buy that pair of fancy/​weird/​fabulous glasses.
If you must have RayBans or Prada or need to pay that sticker price — go to your doctor, go to Lens Crafters. Do not spend your money or time here. A month of my life, gone. $ 250, gone. GONE. I got emails from 3 different people during this time and 1 of them «is no longer with the company.» I am not about this life.
I did not have a good experience with Frames Direct and multiple times during the waiting period I wished I could go back and smack myself and take myself to Lens Crafters. When all is said and done I’m not stoked about the quality of the lens (tint factor), the fit of the frame (considering going to my doctor to get them fitted), and wait time (over a month).

I ordered the frame and lens in April of this year. I was not told that the frame ordered was backordered. I called trying to find out why it was taking so long and wanting to make sure they got my prescription from my doctor they finally told me it was backordered. I asked to change my frame to one that was in stock. Said okay. It added more time to my order. Did not get my lenses until more than a month later.
When I finally did get them the lens were defected. Why? Well there is no physical person there to measure your eye distance and I wear a progressive. I felt like I was looking through a fish bowl. Returned them and had them redone. Got them back a 2^nd time and again still not right.
I tried wearing the lenses for over 2 weeks thinking it was perhaps me. It was not. Left them a negative review and promptly got a call. Had a long conversation with a Candace Bronash. Very unprofessional person. Tried to blame me. Finally agreed to try to fix them one more time if I agreed to get a new prescription from a different doctor. Which I did.
This is where it gets real bad. I was told I would get a return shipping label. Did not. Waiting a week and contacted again. Finally got one sent to me via email (The whole time dealing with the same person) Shipped them back and faxed new prescription. UPS shows they had received the frames and they were sitting on them for a week before I contacted them again wondering why they had not worked on the new pair. I get this email:
«Hi Albert,
The management team wanted to review your orders and the return for the remake.
I just got them back last night.
They will step outside of our normal return policy and remake your lenses at no charge but they are asking that you modify your trust pilot review.
Please let me know once the review is completed and I can send these to the lab for the remake.
I have also searched our emails for the new RX copy.
Can you please resend it to me as I cannot locate the email.
Thank you!»
So we are going to hold your glasses hostage until you remove an honest negative review.
Do not do business with this company. They are incompetent, unethical, dishonest and slooooooow.
PS. I asked for a refund and told them I was starting a chargeback request. Instead of doing the right thing and just crediting me back they blame me once again saying they cannot because I started the chargeback process. Which is not true. I run a business too and know the truth on that. You can always issue a refund and stop this entire insane and frustrating process.

We had a fabulous experience with Frames Direct. The prices and the customer service were both excellent. We ordered both regular glasses and sunglasses. We received the glasses quickly but something wasn’t right. We took the glasses to the doctor and they confirmed the glasses were made as the prescription indicated. However, the doctor’s prescription was wrong. We sent the updated prescription to Frames Direct and they remade the lenses without an additional fee. Candace, from customer service, did an exceptional job of walking us through the process for the return/​remake.
We saved about $ 450 on the 2 pairs of glasses over what the doctors office and a famous eyeglass chain wanted to charge.
We couldn’t be happier with Frames Direct and will definitely use them again. I’ve read some of the negative reviews, but our experience was the exact opposite. Great price, great service, and very good quality.

Horrendous customer service! Extremely poor quality of glasses. Stay away from purchasing from them. Questionable as to whether they are actually designer or fakes. Maybe they are the «designers» mistakes. Ordered glasses and and sunglasses. Glasses came with demo frame which had «PRADA» written across the entire left lens. They were the most flimsy glasses every, I thought I was going to snap them accidentally. The sunglasses were suppose to be «Ray Bans» polarized. Absolutely not polarized, as when I wore them outside everything was tinted brown. Polarized are supposed to me CLEAR! Then when you try to return items it is such a hassle, you have to pay the return shipping, and then they charge you a 10% restocking fee. AVOID AT ALL COSTS!!! WAY OVER PRICED! NOT WORTH THE HEADACHE!

STAY AWAY AT ALL COSTS.
This is an absolutely terrible company. They shipped me a pair of sunglasses with prescription lenses, which were so far off in the prescription that I literally couldn’t see through them. I returned them and tried to get my money back, but they refused to refund my purchase and kept asking me to spend MORE money.

I have never experienced such poor service has I have from Frames Direct (
) for anything I have ever purchased. In August 2014 I purchased 2 pairs of prescription glasses one for normal wear and one pair of sunglasses. The first prescription that was made in these I couldn’t focus for longer than about 60 seconds out of the sunglasses and the clear ones I couldn’t at all. That told me the prescriptions didn’t match and I thought maybe the doctor had screwed up the prescription so I went to a different doctor and sure enough the other doctor had. So we lost money on the first prescription lens that was made even though I know they were made wrong since I didn’t get the same reaction from both pair. When I got the second ones made and received them I tried them as soon as I got them and got extremely dizzy and sick with a migraine. We took them to a local optical store and they tested the lens for accuracy and found that the prescription was not made correctly and did not match the prescription from the doctor.
When I went for my eye exam this year I went back to a doctor who had always done a good job for me and sure enough the prescription was different so I had lens made to put in the ray ban frame I had bought but had not used 10 months before and the prescription was good. So I thought I would send the sunglasses frame back to frames direct and give them yet another chance (3^rd one) and they won’t make them I find this out after first calling them before shipping them and then waiting a week to hear from them, which I had to call to get an answer. Now after a big to do over these glasses they finally said they would refund the lens cost (only 1 set was refunded or even offered to be) and we would keep and pay for the frames. They sent the frames back but did not include the stock Ray Ban lens for the sunglasses but actually returned the bad prescription lens. I am now fighting with them to get my frame back and the stock lens that were never returned to me. Their guarantee on the lens means nothing as they won’t back it up. If you have a problem with them don’t count on them making it right. Every time I have talked to someone on the phone I have gotten nothing but the run around along with the «I don’t care attitude». Frames Direct has some serious customer service problems which really need to be addressed. The one person that I got some help from is no longer with the company. She probably did the right thing and got in trouble for it.
My suggestion is to not deal with this company. You might get lucky and everything be ok but if you have a problem it won’t get resolved.

Scam alert:
I was excited about the prospects of ordering lenses online from Frames Direct to save money. Wow was I in for a surprise. They turned out to be more expensive than Dr. Holbert, a Mall Optometrist in Silicon Valley.
Actual prices quoted for a pair of Bi Focal Lens — High Index 1.67, with my own frames on 7−14−15
FD– $ 229.00
Dr. Holbert — $ 220.00
My advice is to keep shopping.
I recommend ReplaceALense in Denver — High Index Bi focals are $ 159.00 a 69.4% discount to Frames Direct.

READ ALL THE NEGATIVE REVIEWS! This place is a total scam! I ordered 2 pair, and the savings wasn’t even great. I should have bought locally for 10% more. First pair arrived in THREE WEEKS, and were the wrong pupil distance. Its been over a month now, I have no glasses. They totally will lie and say anything to push you away long enough that you can not file a chargeback.
You have been warned. Stay away.

I’m reading other reviews because I’m so curious why people give Frames Direct terrible reviews. It’s clearly due to a lack of understanding of how their business model works. While FD is in Austin, TX, and they do carry some limited inventory of the products they sell on their website, their primary business is operating as an online optical resource. No, they do not carry 10 billion frames onsite. That’s why they can sell them for less. Rather, they fulfill your order by having the manufacturer drop ship your order either directly to you (for non Rx sunglasses) or to their own high volume lab to be finished with Rx lenses.
You may not be aware, but Luxottica is an Italian company that manufactures easily 90% of all brand name frames in the world… regardless of brand. Oakley, Rayban, Prada, Polo, Gucci, D & G… yes. All made by Luxottica.
When an optical shop, whether it’s FD, or it’s your mom and pop optometrist in Anytown, USA orders a pair of frames from Luxottica to fill your order, and you decide you don’t like it, doesn’t fit, wrong color, whatever… Luxottica charges the retailer a restocking fee to take the frame back. Every time.
FD is offering authentic name brand frames, no fakes, at much lower prices than if you were to buy them in Sunglass Hut (also owned by Luxottica), Lenscrafters (also owned by Luxottica) or your local optical shop that charges full retail pricing. FD saves you money by having low overhead. They process a gagillion orders online. With minimal brick/​mortar, they can discount those same products sold at retailers or at your doctor’s office. So yes, they do have a restocking fee if you want to return. Read the terms before you buy. They can’t take $ 80 off the retail price of the frame up front, then pay your restocking fee to Luxottica when you decide those gunmetal Gucci’s clash with your cheap gold earrings.
First of all, they only charge a restock if you RETURN the item. If you EXCHANGE within 30 days, they waive the restock fee. Fair enough.
If you bought prescription lenses PLUS a frame, they don’t charge a restocking fee if you return it within 30 days, but you only get ½ the price of the Rx lenses. Surprise! They spent money on lenses, cut them, and you changed your mind. Of course they will correct errors at their cost if the Rx error was their mistake.
I have been buying from FR since they were based in Houston, TX years ago. Always have excellent service, accurately made glasses, and they use only quality, branded, mid-​priced Rx lenses. (I always have my Dr. verify the accuracy of my glasses and they are always correct.) One time they got the segment height wrong on a pair of progressives, and the redo process was simple, and at no cost to me.
Add to this, they will match prices from brick/​mortar AND online retailers. That doesn’t mean they will match a stupid low eBay or Amazon discounter. Duh! But they will match prices for other regular retailers or other online retailers whose address is inside the US. I just bought prescription sunglasses from FD and they took about $ 80 off the Prada frames to match someone else. No, they did not ALSO give me 30% off the lenses per their sale going on. They only give you 1 discount, whichever promotion gets you the best $ off. Prices are competitive to start with.
You want zero restocking fee returns? Go buy those same Luxottica-​made Ray bans at Sunglass Hut for $ 350 plus your local taxes.

I was quite excited about using the online tool to size glasses, as this has always been my main concern in buying online.
When I emailed the picture in, as the site directed, I received a one-​line email back that said «I am unable to size at this time.» That’s it. When I asked about other suggestions, I was told to re-​email on Monday. And so I did, and, received another «I am unable to size at this time» response. When I informed Jessica that she had directed me to write back, only then did I receive a response that they were having trouble with whatever system they use.
It’s really too bad considering the selection and «luxury» image the site portrays. Certainly not «luxury» level customer service.

I accidentally ordered the wrong color so I brought them in and they ordered the right one for me, and also got the shipping expedited for no extra charge. There was a 10% restocking fee that I didn’t like, but overall I am very pleased with the way they treated me. Will definitely use them again!

Was a returning customer. Bought a $ 800 pair of glasses last year and within year lens cracked and rimless frame falling apart. Ordered some different frames to select a replacement and was then contacted by a customer rep and told that a mgr had singled me out and said that they would not except any returns from me even though this special return policy on high dollar orders is not listed on their site. So I canceled the order and will never be ordering from them again or recommending them to anyone. This sounds illegal so I will report it to the BBB.